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Refund Policy

Introduction

Fraikin KZ ("we," "us," or "our") operates an electronic e-commerce platform in compliance with French law and European regulations, including the Consumer Rights Directive (2011/83/EU) and the French Consumer Code (Code de la consommation).
This Refund Policy outlines the conditions under which customers may request refunds for products or services purchased through our platform.

Right of Withdrawal (Droit de Rétractation)

Under Article L.221-18 of the French Consumer Code, customers have a 14-day withdrawal period from the date of delivery to cancel their purchase without justification and receive a full refund.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Custom-made or personalized products.

  • Perishable goods.

  • Sealed products that cannot be returned for hygiene reasons (e.g., software, electronics if opened)

Refund Eligibility

Valid Refund Requests
Refunds are granted if:

  • The product is defective, damaged, or not as described.

  • The wrong item was delivered.

  • The customer exercises their right of withdrawal within 14 days. 

    Non-Refundable Cases

Refunds will not be issued for:

  • Products damaged due to customer misuse.

  • Products returned after the 14-day withdrawal period (unless defective).

  • Digital products downloaded or activated.

Refund Process

Requesting a Refund
To request a refund, customers must:

  1. Contact our customer service at [Customer Support Email/Phone] within 14 days of delivery.

  2. Provide the order number, proof of purchase, and reason for the refund.

  3. Return the product in its original condition (unused, with packaging).
     

Return Shipping Costs

  • If the refund is due to our error (wrong or defective product), we cover return shipping.

  • If the refund is due to customer withdrawal, the customer bears return costs unless otherwise stated.

Refund Processing Time

  • Once the returned product is received and inspected, refunds are processed within 14 days.

  • Refunds are issued via the original payment method (Cash on Delivery, bank transfer, etc.).
     

Late or Missing Refunds

If a refund is delayed or not received, customers should:

  1. Check their bank account (processing times may vary).

  2. Contact their payment provider.

  3. If unresolved, contact our customer service for assistance.
     

Legal Compliance

This policy complies with:

  • EU Consumer Rights Directive (2011/83/EU)

  • French Consumer Code (Articles L.221-1 to L.221-28)

  • General Data Protection Regulation (GDPR) for secure handling of personal data.


Contact Us

For refund requests or questions, contact:
📧 Email: [support@fraikin.kz]
📞 Phone: [+X XXX XXX XXX]
🏢 Address: 159 RUE DU FAUBOURG POISSONNIERE,75009 PARIS France

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